Member Relationship Specialist

Credit Union West•Glendale, AZ

About The Position

Enhances the quality of life for our members by embracing the organization’s mission and core values. This contact center position will provide an industry leading member service experience. Ensures prompt and accurate service while utilizing a needs-based sales approach that deepens member relationships, trust, and loyalty. This universal sales position focuses heavily on building member relationships by supporting digital service channels, new accounts, account maintenance, consumer loan and home equity applications.

Requirements

A high school diploma or G.E.D.
3-5 years of customer service experience, preferably in retail, call centers and/or financial services.
Live the mission, vision, and core values of the credit union.
Able to communicate effectively and tactfully with employees and members both orally and in writing.
Demonstrate critical thinking and being self-reliant to better analyze and solve problems.
Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.
Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
Thorough knowledge and understanding of organization’s Employee Handbook and policies.
Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.

Nice To Haves

Sales experience preferred.

Responsibilities

Sales & Service – Consistently demonstrates behaviors that reflect the mission, core values and service standards of the Credit Union. Builds member relationships by conducting outbound calls focused on welcoming and onboarding new members, cross- selling products and services, targeted campaigns, and member retention. Opens, maintains, and closes a wide variety of membership accounts including but not limited to: Savings, checking, certificates, retirement accounts. Opens specialty accounts such as Trust and Estates. Provides proactive and timely member follow up. Responsible for application processing and funding of consumer loans including personal, credit cards, auto and home equity. Solicits a variety of peace-of-mind ancillary products associated with loans. Meets or exceeds sales and production objectives.
Contact Center Activities – Efficiently and accurately assists with member phone calls in a courteous, helpful, and professional manner. Observe context and conversational cues and clues to identify product and service solutions to needs that are presented or emerging. Follows member verification procedures and asks questions to mitigate fraud. Responsible for meeting key contact center sales and service metrics. Mentors other team members by providing direction, resource, and support. Acts as a lead in the absence of a manager and deescalates member concerns. Uses good judgment to provide overrides within permission authority.
Digital Member Support – Assists members through digital channels such as phone, email, chat, and video services ensuring professional communication through all channels. Supports review and decisioning through Online Account Opening. Establishes member relationships by ensuring responsiveness and regular follow up. Encourages members to adopt digital services.
Performs other duties as assigned.